Methods and Apparatus for Implementing Voice Messaging Using E-Mail

ABSTRACT

Methods and apparatus for controlling and retrieving messages from multiple voice mail systems used by a single individual are described. A voice messaging retrieval and forwarding (VMRAF) system checks a subscriber&#39;s voice message systems for messages, retrieves the messages and forwards them to the subscriber as attachments to E-mail files. E-mail replay messages are used to control deleting of the messages from the original systems. Prompt messages played to callers by different voice messaging systems before they leave a message can be updated automatically. This is done by indicating to the VMRAF system when one or more prompt messages are to be updated and which messages, from a set of prerecorded messages, are to be loaded into the voice message systems to replace the existing prompt messages. Accordingly, the VMRAF system facilities message retrieval and the updating of prompt messages, e.g., on a preselected schedule or at preselected times.

FIELD OF THE INVENTION

The present invention is directed to voice message systems and, moreparticularly, to methods and apparatus for implementing and controllingone or more voice messaging systems.

BACKGROUND OF THE INVENTION

voice message systems, e.g., answering machines and voice mail systems,are commonplace in the modern communications oriented world. Known voicemessaging systems are frequently controlled by calling the voicemessaging system, entering a password, and then selecting from variousoptions. Password entry and option selection is normally achieved usingDTMF tones generated in response to pressing keys on a telephone keypad.Support for DTMF control allows messages to be retrieved or deleted froma remote location via a telephone call to the voice messaging system.

Voice message systems usually provide the user the opportunity to recorda message, referred to herein as a prompt message, that will be playedto a calling party when the messaging system responds to a call.Recording of prompt messages can normally be done locally at theanswering system or remotely via a telephone call placed to theanswering system.

Individuals today frequently use multiple voice message systems, e.g.,one at home and another one at work. As the result of using multiplevoice message systems an individual is confronted with the problem ofhaving to check two or more distinct voice message systems to determineif there are any waiting messages. Calling multiple voice messagingsystems to retrieve messages can be time consuming. Thus, the need tocontact multiple messaging systems and the time associated with suchoperations discourages some voice messaging system users from frequentlychecking for messages.

The prompt message which is presented to a calling party by a voicemessaging system is often used to notify a calling party about when andhow long the called party will be away from the called location and/orwhen the called party will be checking for recorded messages. For suchinformation to be useful, the prompt message must be updated to reflectchanges in a user's schedule, planed absences from the office and/orother information. In many systems, in order to change a prompt message,a user of the system must record a new message. The process of recordingmessages, combined with the time associated with accessing a voice mailsystem to update a prompt message, discourages many users from updatingand/or changing their prompt messages on a timely basis.

Frequently, users of voice message systems forget to update their promptmessages to reflect planned trips, the fact that they returned from atrip, or other circumstances that render an existing prompt messageinappropriate or out of date. Sometimes the failure to keep a promptmessage current is the result of an unintentional oversight. In othercases, the answering machine user finds it too inconvenient to contactone or more answering systems and update the prompt messages storedtherein in a timely manner.

In addition to using voice messaging systems, many people also useE-mail systems. E-mails can be sent over electronic communicationsnetworks such as, e.g., the Internet and/or corporate intranets. Filesmay be attached to E-mails. As is known in the art, audio signals, e.g.,speech and music, can be digitized and stored in an audio file for laterretrieval and playback. Such files can be sent as E-mail attachments. Itis also possible to attach a text file to an E-mail message or toincorporate text into the body of an E-mail message.

Various audio file formats are known with one common format being a .wavformat. Audio files saved in a .wav file format are frequently indicatedby use of a “.wav” file extension at the end of the file name.

Known E-mail systems can be set to provide notifications of receivedE-mail messages to the message recipient, to detect when an E-mailmessage is accessed by the recipient, and to automatically provide areply message to the sender indicating that the E-mail message wasaccessed by the recipient. As in the case of voice message systems, asingle individual may use multiple E-mail systems at one time.

In view of the above discussion, it becomes apparent that there is aneed for improving the way in which a user interacts with voice messagesystems. In particular, there is a need for improving the way in whichvoice messages are retrieved by an individual who uses multiplemessaging systems. There is also a need for improving the manner inwhich prompt messages used by voice messaging systems are updated. It isdesirable that at least some improved voice messaging methods andapparatus be capable of working in conjunction with various E-mailservices.

SUMMARY OF THE INVENTION

The present invention is directed to methods and apparatus forimplementing messaging systems. The system of the present invention usesa novel voice message retrieval and forwarding (VMRAF) system, inconjunction with voice messaging and computer systems, to retrievemessages from various voice messaging systems and then to provide theretrieved voice messages to a user's computer, e.g., via InternetProtocol (IP) packets. In one particular embodiment, retrieved voicemessages are sent as audio file attachments to E-mail messages.

The voice messaging systems from which messages are retrieved normallyinclude one or more voice messaging systems which are distinct, i.e.,not directly integrated with, the VMRAF system. The voice messagingsystems accessed on a user's behalf by the VMRAF system may bephysically remote from the VMRAF system, e.g., located on differentphysical premises and/or in different buildings which may be miles apartfrom each other. The VMRAF system may be, and in various embodiments is,also remote from a user's computer system which receives the forwardedmessages on behalf of the user. The VMRAF system can access a user'sremote voice messaging system by way of a dial-up telephone connection,IP connection (where the accessed voice messaging system supports IPaccess and/or control), and/or other communications channels supportedby a user's voice messaging system.

The IP packets representing retrieved voice messages may be communicatedto a user's computer via the Internet or another network, e.g.,Intranet, capable of transporting IP packets between the VMRAF systemand the user's computer.

Conventional answering machines and private branch exchange (PBX) basedvoice messaging systems are examples of the types of voice messagingsystems which can be used with the VMRAF system of the presentinvention. Computer systems which support E-mail and the playing ofaudio files are examples of computer systems which are well suited foruse with the VMRAF system of the present invention.

The VMRAF system of the present invention stores information on voicemessaging systems used by each VMRAF system service subscriber. Thestored information includes information used to access and retrieve thesubscriber's voice messages, e.g., the telephone number or IP address ofeach voice messaging system, the password to be used for system access,and information on the sequence and value of signals, e.g., DTMF tonesor other signals, which must be sent to the voice mail system toretrieve and/or otherwise manipulate, e.g., delete, the subscriber'smessages.

The VMRAF system of the present invention includes circuitry forinterfacing with a public switched telephone network (PSTN) allowing itto access voice mail systems by placing calls to said systems. Thus, invarious embodiments, voice mail messages for subscribers are retrievedin accordance with the present invention over audio communicationschannels, established over the PSTN. The connection between the VMRAFsystem and the voice messaging system or systems from which messages areretrieved may include analog signal lines suitable for voicecommunications.

Since most existing voice messaging systems, including traditionalanswering machines, are designed to support remote access and retrievalof messages via the PSTN, the VMRAF system can interact with mostexisting voice mail systems without the need to make modifications tosuch systems.

In addition to including circuitry for supporting communications overthe PSTN, the VMRAF system of the present invention includes circuitry,e.g., a network interface card, high speed modem, or other device forsending and receiving communications signals, e.g., E-mail messages andother signals sent using IP packets, over a digital communicationsnetwork such as a corporate intranet or the Internet. Thus, the VMRAPsystem can access voice messaging systems which support IP interfacesusing a communications channel such as the Internet or an Intranet.

In addition to the NIC and/or modem, the VMRAF system also includescircuitry and/or software used to digitize retrieved voice messages andto store the digitized audio in electronic files, e.g., one perretrieved message. In accordance with the present invention retrievedmessages in the form of digital audio files are transmitted to thesubscriber using IP packets, e.g., as E-mail messages which include theretrieved message as an audio file attachment. Thus, in accordance withthe present invention retrieved messages may be forwarded to asubscriber automatically, e.g., as an E-mail attachment.

The user can configure the VMRAF system to retrieve and forward messageson a schedule selected by the user. Thus, once a user configures aschedule, retrieval and forwarding of messages from multiple remotesystems will occur automatically, without the need for further action onthe user's part.

In the above described manner, a subscriber can have voice mail messagesretrieved from multiple answering services on a periodic basis and havethe messages forwarded by E-mail. The subscriber can listen to the voicemessages using a conventional E-mail system with an audio file player.Accordingly, a user of the VMRAF system does not need any specializedcomputer/telephony hardware on his/her computer and merely needs theability to retrieve E-mails and play audio files in a manner alreadysupported by a large number, it not the majority, of home and officecomputers in use today.

As is known in the art, E-mail systems can support instant messagingwhen the user is connected to his/her E-mail provider. Alternatively,when using what is known as a POP3 mailbox to support E-mail, the usercan configure his/her computer to retrieve E-mails at a periodic basisand/or upon command from the user. Notably, once the user's E-mailsystem is properly configured to retrieve E-mail messages on a periodicor continuous basis, the user need not take any further action toreceive E-mail messages. In such a case, once VMRAF and E-mail systemconfiguration is completed, retrieval and delivery of voice messages toa user's computer from one or more remote voice mail systems will occurautomatically.

In addition to forwarding the retrieved messages by E-mail, the messagescan be stored in the VMRAF system for retrieval by the subscriber viatelephone access. In this manner, the user can contact the VMRAF systemand retrieve messages collected from multiple voice mail systems used bythe subscriber. Thus, use of the VMRAF system eliminates the need for asubscriber to individually check multiple voice mail systems used by thesubscriber to see if there are waiting messages.

In accordance with one feature of the present invention, thesubscriber's E-mail system provides reply messages to the VMRAF system.A reply message is sent to the VMRAF system when a subscriber accessesan E-mail message which includes a forwarded voice mail message. In suchan embodiment, assuming the VMRAF system retains copies of thesubscriber's voice messages for possible telephone retrieval, the VMRAFsystem deletes the stored audio file corresponding to the accessedE-mail message. Thus, when contacting the VMRAF system by telephone toretrieve messages, the subscriber will not be presented with voicemessages that have already been reviewed via E-mail.

A subscriber can choose to have the VMRAF system leave original messageson the voice mail systems from which they were retrieved. If theretrieved message was left on the source voice mail system, in oneparticular embodiment in response to receiving an E-mail reply or othersignal that a message forwarded by E-mail was accessed, e.g., opened, bythe subscriber, the VMRAF system re-establishes contact with the voicemail system from which the forwarded message was originally retrieved.The VMRAF system then deletes the original message. In this manner,messages can be left on various voice mail systems used by a subscriberwith the messages being automatically deleted by the VMRAF system oncethe subscriber has reviewed a forwarded copy of the message.

A subscriber can configure an E-mail program to automatically generatereplies to E-mails upon a message being accessed. Alternatively, asubscriber can selectively respond to E-mails of voice messages with areply indicating the message was accessed. Selective replies can be usedto control the deletion of some messages from a source voice messagingsystem but not others. Selective replies, used to initiate deletion ofmessages from a source voice messaging system, are particularlybeneficial where a voice messaging system with a single mailbox isshared by multiple users. For example, a VMRAF system user may wish todelete his retrieved messages from a home answering machine withouthaving the VMRAF system delete messages intended for his spouse whichwere also retrieved and forwarded.

While E-mail messages and a standard E-mail program are one way ofreceiving messages from the VMRAF system, an alternative technique is touse a dedicated voice message over IP routine for interfacing with theVMRAF system. Using such a routine, the user may signal the VMRAF systemto check various remote voice message systems while the user is stillonline. Waiting messages are retrieved from the source voice mailsystems and forwarded to the subscriber, e.g., as files sent using IPpackets. Using a computer running the voice mail routine, the subscribercan listen to the messages using the voice mail routine and indicate tothe VMRAF system whether or not the message should be deleted. If a userindicates that a message should be deleted, the VMRAF system willreconnect to the voice message system which was the source of themessage, if it is not still connected to the system, and delete theretrieved message from the source voice messaging system.

For purposes of managing individual accounts, subscribers can contactthe VMRAF system via the Internet using, e.g., a conventional Webbrowser application such as Internet Explorer or Netscape Navigator orstandard e-mail system . After suitable security checks, e.g.,subscriber password verification implemented using a firewall routine, asubscriber is given access to his/her account. For each voice mailsystem used by the subscriber, the subscriber can enter a systemidentifier, the telephone number to be used to access the system, thepassword to be used to access the system, the frequency at which thesystem is to be checked for messages and information indicating whetheror not messages should be deleted from the voice mail system uponretrieval by the VMRF system. The system type identifier identifies,e.g., the make and/or model of the voice mail system used by thesubscriber, e.g., AT&T model XXXX answering machine. The systemidentifier may be selected from a list of voice messaging systems withwhich the VMRAF is programmed to interact. The list may be presented asa pop-up menu to the subscriber, from which the subscriber can select,when the subscriber attempts to enter the system identifier information.The frequency at which the system is to check for messages can beentered in a plurality of formats, e.g., set times at which messages areto be checked or an interval in minutes or hours which is to passbetween each check for messages.

The VMRAF system of the present invention can be used to perform variousvoice mail management functions in addition to retrieving and deletingmessages.

As discussed above, when a caller is connected to a voice messageservice, the caller is frequently presented with a prerecorded message,a prompt message, from the messaging service which prompts the caller toleave a message.

In one embodiment, the VMRAF system supports updating of prompt messagesstored on various answering machines used by a subscriber. In accordancewith the present invention, rather than sequentially contact a pluralityof voice messaging machines and individually update the prompt messagestored on each machine, a user can update a prompt message on the VMRAFsystem. The VMRAF system then loads the voice messaging systemsindicated by the subscriber with the updated prompt message. Promptmessages can be provided by a subscriber to the VMRAP system as digitalaudio files. The digital audio files can be created by the subscriber'scomputer, e.g., using a microphone input and A/D converter, andforwarded to the VMRAF system, e.g., via the Internet. Alternatively,prompt messages can be communicated to the VMRAF system via a dial uptelephone connection with the VMRAF system storing the prompt messagesfor future use.

In one particular embodiment, a user can store multiple prompt messagesin the VMRAF system. Via an Internet connection the user can select fromthe set of stored prompt messages and indicate the answering systemsused by the subscriber which are to be loaded with the selected promptmessage. Once the information is received, the VMRAF system accesses theindicated answering systems and updates the prompt message stored ineach machine by replacing the machine's existing prompt message with theprompt message selected by the subscriber. In this manner, frequentupdating of prompt messages stored in multiple voice mail systems can beaccomplished with minimal effort on the part of the VMRAF system servicesubscriber, A user can provide the VMRAF system with a schedule to beused to control updating of prompt messages. For example, a subscriberwho is normally out of the office on Wednesdays can set the VMRAF systemto change the prompt message on one or more voice mail systems onWednesday morning and to reset the prompt message on Thursday morningautomatically.

In various embodiments, the VMRAF system of the present inventionincludes speech recognition circuitry. A subscriber to the service canselect, as a service option, for retrieved voice messages to beconverted to text by the speech recognition circuitry and for the textmessage to then be forwarded by E-mail to the subscriber. Thus, textmessages generated from retrieved audio messages can be provided to asubscriber. The audio to text feature of the present invention isparticularly well suited for the hearing impaired or for individuals whoplan to access their E-mail messages from systems which do not supportthe ability to play audio files.

In accordance with one feature of the present invention, VMRAF systemservice subscriber's can respond to voice mail messages by sending anE-mail reply to the VMRAF system. The E-mail reply includes thetelephone number of the person to whom the subscriber is replying and avoice message, e.g., a reply message, attached as an audio file. In aparticular exemplary embodiment, the telephone number of the destinationparty, e.g., the person to whom the subscriber is replying, is enteredby the subscriber at the start of the subject field of the E-mailmessage.

Upon receiving the E-message from the subscriber with the telephonenumber and attached audio file, the VMRAF system of the presentinvention places a telephone call using the telephone number in theE-mail message. When the telephone call is answered the VMRAF systemmonitors for audio signals indicative of speech followed by silence.When the silence is detected, the VMRAF system plays the audio fileattached to the E-mail message to the called party or the answeringsystem which responded to the call. Once the message has been played,the subscriber is notified by E-mail that the audio reply message wasdelivered.

Thus, without using a telephone, a subscriber at a computer system canrecord an audio reply to a received message in an audio file; E-mail theaudio file along with a destination telephone number to the VMRAFsystem; and have the VMRAF system deliver the message by placing a callto the indicated telephone number and then play the message to thecalled party.

Various additional features and advantages of the present invention willbe apparent from the detailed description which follows.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 illustrates a communication system implemented in accordance withan exemplary embodiment of the present invention.

FIG. 2 is a block diagram of an exemplary VMRAF system implemented inaccordance with the present invention.

FIG. 3 illustrates a set of exemplary subscriber information which maybe stored in the VMRAF of FIG. 2.

FIG. 4 illustrates a subscriber computer system implemented inaccordance with the present invention.

FIG. 5 illustrates an exemplary subscriber account management screenused for managing a VMRAF system account from a Web browser application.

FIG. 6, which comprises the combination of FIGS. 6A, 6B, 6C, and 6Dillustrates an exemplary method of VMRAF system operation.

FIGS. 7, 8 and 9 illustrate various E-mail messages that may begenerated in accordance with the methods of the present invention.

DETAILED DESCRIPTION

As discussed above, the present invention is directed to methods andapparatus for implementing and controlling one or more voice messagingsystems, e.g., multiple messaging systems used by an individual.

A communications system 10 implemented in accordance with the presentinvention is illustrated in FIG. 1. As illustrated, the system 10includes a plurality 12 of E-mail systems 14, 16, a plurality 23 ofbusiness premises 24, 24′, e.g., offices, and a plurality 30 ofresidential premises 32, 32′. Each of the E-mail systems 14, 16 iscoupled to Internet 18 thereby allowing individuals or devices toretrieve E-mail messages via the Internet 18. E-mail systems 12, 16 maybe located at different physical locations but are shown groupedtogether for purposes of explanation.

Each of the business premises 24, 24′ includes a computer 26, 26′, atelephone 28, 28′ and a business voice messaging system (BVMS) 29, 29′.The BVMSs 29 and 29′ can be implemented as stand alone answeringmachines, as part of a PBX system, or using any one of a plurality ofknown voice messaging systems. Different types of BVMS 29, 29′ may beused at different business premises. The telephone 28, 28′ and BVMS 29,29′ located at each business premises 24, 24′ is coupled to the publictelephone switched network (PSTN) 22. Accordingly, callers to a businesspremise 24, 24′ can leave messages on the BVMS 29, 29′ located at thecalled business premise.

A user of a BVMS 29, 29′ can control a BVMS from a remote location byplacing a call to the user's business premise, following a preselectedlogin procedure, e.g., entering an optional phone extension followed bya password, and then entering one or more commands. The phone extension,password and commands may be entered via DTMF signals. The DTMF signalsmay be generated, e.g., in response to the user depressing one or morekeys on a telephone keypad. Once a user has logged into a DVMS, the usercan retrieve messages, delete message, and create/update a promptmessage to be presented to a caller prior to a caller leaving a message.Updating of a prompt message is normally achieved by recording a newprompt message which replaces an existing prompt message.

The computer 26, 26′ located at each business premise is connected tothe Internet 18 and can receive E-mail messages sent to the computersystem user. As will be discussed further below, the computer systems26, 26′ can be set to automatically reply to received E-mail messagesupon the message being accessed by the user of the computer 26, 26′. Thecomputer systems 26, 26′ also include the ability to play audio fileswhich may be received as E-mail attachments.

Each of the residential premises 32, 32′ includes a telephone 34, 34′and a residential voice messaging system (RVMS) 36, 36′ which arecoupled to the PSTN 22. Each RVMS 36, 36′ can be accessed and controlledfrom a remote location via a telephone call in the same manner asdescribed above in regard to the BVMS 29, 29′. While the residentialpremises 32, 32′ are not shown as including computers, it is to beunderstood that the residential premises could include computers thatsupport E-mail and playing of audio files. Thus, the residentialpremises could also support the ability to receive E-mail messages andplay audio files attached to received E-mail messages.

The VMRAF system 20 of the present invention is coupled to both theInternet 16 and the PSTN 22. In addition, the VMRAF system 20 can alsobe coupled to one or more computer networks (not shown), e.g., corporateintra-networks. Since the VMRAF system 20 is coupled to both theInternet 18 and PSTN 22, it can interact with voice message systems 29,29′ 36, 36′ via the PSTN while also being able to interact withcomputers 26, 26′ and E-mail systems 14, 16 via, e.g., the Internet 18.In addition, users of the VMRAF system 20 can interact with the system20 via a computer and the Internet or via a telephone call placed overthe PSTN 22. Thus, a user can interact with the VMRAF from any one of aplurality of locations which support telephone and/or computer Internetservice.

FIG. 2 illustrates an exemplary VMRAF system 20 of the presentinvention. As illustrated, the VMRAF system 20 comprises a speechrecognizer 206, a CPU 208, memory 212, network interface card (NIC)and/or modem 210 and PSTN interface circuitry 200 coupled together viabus 211. The NIC/modem 210 couples the VMRAF system 20 to the Internet18 and, optionally to one or more intranets. Thus, the NIC/modem 210 theVMRAF system 20 enables the sending and receiving of E-mail messagesover the Internet. It also makes it possible for VMRAF system servicesubscribers to access the VMRAF system via the Internet 18 using aconventional Web browser.

PSTN interface circuitry 200 couples the VMRAF system 200 to the PSTN.Interface circuitry 200 includes a DTMF generator 202. DTMF generator200 is used for generating DTMF signals, e.g., to initiate calls and tocontrol voice messaging systems 29, 29′, 36, 36′ when accessed by theVMRAF system 20. The PSTN interface circuitry 200 also includes D/A andA/D converters 204. The D/A converter is used to convert digital signalscorresponding to, e.g., stored voice prompt messages, into analog audiosignals which can be supplied to and recorded on voice messagingsystems, e.g., for use as prompt messages. A/D converter circuitry isused for converting analog audio signals received via the PSTN todigital signals that can be processed by the VMRAF system 20 and storedin audio files when appropriate. As mentioned above, a caller can callinto the VMRAF system 20 to record, e.g., a prompt message to besupplied to one or more VMS systems 29, 29′ 36, 36′. In such a case, theA/D converter is used to convert audio input from the caller into adigital form that can be processed and used to create a digital audiofile, e.g., a file representing a recorded prompt message.

Accordingly, PSTN interface circuitry 200 allows the VMRAF system 20 toaccess and control voice message systems via calls placed over the PSTN22. Thus, the VMRAF system 20 can retrieve messages, delete messages,and record/update prompt messages on voice mail systems via the PSTN 22.In addition, the PSTN interface circuitry 200 also makes it possible fora subscriber to interact with the VMRAF system 20 via a telephone callto the system.

In accordance with one feature of the present invention, subscribers tothe VMRAF system service are provided with retrieved messages in text,as opposed to audio format. In such a case, text versions of retrievedaudio messages are sent to the service subscriber as part of an E-mailmessage or as a text file attachment to an E-mail message.

Speech recognizer 206 is used to perform speech recognition operationson received speech and to generate a text file including recognizedtext. Under control of CPU 208 speech recognizer 206 can generate textmessages from retrieved voice mail messages. Such text messages areforwarded as text files attached to an E-mail message or included in thebody of an E-mail message.

In the case where a subscriber prefers voice messages to be provided inaudio format, retrieved messages are sent to the subscriber as one ormore audio file attachments to an E-mail message.

CPU 208, under the direction of various routines stored in memory 212,controls the general operation of the VMRAF system 20. Routines storedin memory 212 include a firewall/Internet subscriber service routine216, audio file generation routine 218, voice message system accessroutine 224, and an E-mail voice message service routine 214. Alsoincluded in memory 212 is a collection 220 of subscriber information anda voice message store 222. The collection of subscriber information 220includes a subscriber record 230, 332 for each of the N subscribersserviced by the VMRAF system 20. Similarly, the voice message store 222includes a separate collection 234, 236 of voice messages for each ofthe N subscribers serviced by the system 20.

E-mail voice message service routine 214 is responsible for processingE-mails with attached audio files to be used as prompt messages, thatare received from subscribers. FIG. 7 illustrates an E-mail 700 with anattached audio file to be used as a prompt message. When such an E-mailis received by the VMRAF system 20, voice message service routine 214identifies from the subject line of the E-mail the account to which theprompt message is to be added. Assuming the sender's name corresponds tothe name on the indicated account, the E-mail voice message serviceroutine will store the attached file with the subscriber's information230, 232 so that the subscriber can later use the supplied promptmessage in updating the prompt message stored in one or more voice mailsystems 29, 29′, 36, 36′.

Firewall/Internet subscriber service routine 216 is responsible forcontrolling subscriber access via the Internet to the VMRAF system 20,It does this by, e.g., checking account and password information priorto giving a subscriber the ability to access and modify the subscriber'saccount information 230, 232. The routine 216 is also responsible forupdating subscriber information relating to services selected andmodified by the subscriber via the Internet. For example, routine 216 isresponsible for creating message retrieval schedules and prompt messageupdate schedules based on subscriber provided information.

Firewall/Internet subscriber service routine 216 interacts with voicemessaging routine 224 to insure that the routine 224 has the informationneeded to provide each subscriber with the services requested by theindividual subscriber.

Voice messaging routine 224 is the routine principally responsible forcontrolling the interaction with VMSs in the manner indicated by thesubscriber. For example, voice messaging routine 224 controls theretrieval of voice messages from one or more VMSs 29, 29′, 36, 36′ usedby the subscriber, the deleting of messages from the VMS systems fromwhich they are retrieved, and the forwarding of messages to a subscribervia E-mail as either an attached audio file or an attached text file.The routine 224 is also responsible for recording and deleting messagesfrom the VMRAF system's voice message store 222, e.g., in response to anE-mail reply message indicating that the subscriber accessed an E-mailor in response to the subscriber accessing the voice message store 222by telephone.

Voice messaging routine 224 executes audio file generation routine 218when a retrieved voice message needs to be converted into an audio filefor storage and/or forwarding via E-mail.

In order to login and retrieve voice messages from various voicemessaging systems, login procedure information is often required inaddition to password, account, and phone extension information. Suchlogin procedure information is obtained by accessing voice messagesystem login procedure information 226 using VMS manufacturer and modelinformation provided by the subscriber.

The information stored in each subscriber record will now be discussedwith reference to FIG. 3. FIG. 3 illustrates an exemplary set ofsubscriber information 320 which may be used as one of the subscriberrecords 230 or 232. The subscriber information 320 includes an accountidentifier 302, the subscriber's name 304, E-mail address 306, voicemessage system information 310, E-mail message system information 312, aset 314 of prerecorded prompt messages 316, 318 in the form of audiofiles, and a prompt message schedule 320. E-mail message systeminformation includes information on E-mail systems used by thesubscriber and information on when E-mail messages should be retrievedand forwarded to the subscriber using E-mail address 306, The voicemessage system information 310 includes information on the voicemessaging systems used by the subscriber, when they are to be checkedfor messages, and whether the messages are to be deleted upon retrieval.Voice message system information 310 may include additional informationas will be discussed further below with regard to the subscriber accountmanagement screen shown in FIG. 5.

Prompt messages 316, 318 may be E-mailed to the VMRAF system via E-mailfor future use or recorded by a subscriber calling the VMRAF system 20and initiating a prompt message recording operation. Prompt messages316, 318 can be deleted by a subscriber via Internet account control orby calling the VMRAF system 20 and making the appropriate accountmanagement selections via DTMF signaling.

Having generally described the VMRAF system 20 of the present invention,a computer system 400, which can be used by a VMRAF service subscriberto interact with the system 20, will now be discussed. FIG. 4illustrates an exemplary computer system 400 which may be used as anyone of the computer systems 26 or 26′ shown in FIG. 1. As illustrated,the computer system 400 includes a base computer system 402 which iscoupled to various input/output devices including speakers 406, adisplay device 408, input device, e.g., keyboard 410, and microphone404. The base computer system 402 houses the main computer components,e.g., NIC and/or modem 412, central processing unit (CPU) 414, audiocircuitry 416, I/O interface 418, and memory 420 which are coupledtogether via bus 419.

The NIC/modem 412 is used to couple the computer system 400 to theInternet 18 and/or an. intranet. I/O interface 418 converts input/outputsignals between a format used by the external devices, e.g., speakers406, display device 408 and input device 410, and a format used by thebase computer system's internal circuitry, e.g., CPU 414 and audiocircuitry 416. The microphone 404 provides audio signals from a user ofthe computer system 400 to audio circuitry 416 which can, operating inconjunction with CPU 414, transform received audio signals intoelectronic audio files. The generated audio files are stored in memory420.

CPU 414 controls the operation of the computer system 400 under controlof routines 428, 430, 426, 432, and 434 stored in memory 420. Inaddition to storing various routines, memory 420 is used to store E-mailmessages 424, including files attached thereto, as well as audio files422 generated, e.g., from input from mic 404. E-mail routine 428 is usedto control the receipt and generation of E-mails. In addition E-mailroutine 428 can be set to detect when an E-mail message is accessed andto automatically generate and send a reply E-mail message when areceived E-mail message is first accessed by the user of the computersystem 400. Various known E-mail programs including Microsoft Outlooksold by Microsoft Corporation can be configured to serve as the E-mailroutine 228.

Voice messaging over IP routine 434 can be used to interact with theVMRAF system 20 over an IP connection such as the Internet without theneed for a Web browser or E-mail routine. Under control of routine 434,the computer system 400 can control the VMRAF system 20 to check formessages, delete retrieved messages, and otherwise control voice mailsystems to which the VMRAF system 20 connects at the direction of theservice subscriber.

Audio file player routine 432 is invoked by the E-mail routine 428 whena user attempts to access an audio file, e.g., a .WAV file received asan attachment to an E-mail message. Under control of CPU 414 executingaudio file player routine 432, audio circuitry 416 processes a .WAV fileto generate audio signals which are provided to the computer user viaspeakers 406. Thus, a user of the computer system 400 can listen toaudio messages received as file attachments to E-mail messages.

Audio capture routine 426, when executed by CPU 414, causes speechreceived by audio circuitry 416 to be converted into an audio file. Byexecuting audio capture routine 426, a user of the computer system cangenerate multiple audio files representing different prompt messageswhich can be used by an answering machine. Audio files including promptmessages are, in accordance with one feature of the present invention,are forwarded to the VMRAF system 20 via the Internet, e.g., as anE-mail attachment. The received prompt messages are loaded into one ormore voice messaging systems in response to instructions received from aVMRAF system subscriber, e.g., the user of computer system 400.

When executed by a subscriber, Web browser routine 430 can be used toconnect a subscriber via the Internet to the VMRAF system 20. Onceconnected, a user can login by providing an account identifier and apassword. The account identifier may be, e.g., the subscriber's businessor home phone number. Once the account and password information isverified, the subscriber is presented with a subscriber accountmanagement screen, such as the screen 500 illustrated in FIG. 5. Fromthe subscriber's computer 26 the subscriber can manage various VMRAFsystem functions and services by modifying and/or entering informationusing the screen 500 and the computer system's Web browser.

The subscriber account management screen 500 has various fields used fordisplaying/entering data. At the top of the screen 500 the user ispresented with a subscriber name field 502, a subscriber accountidentifier field 504, an E-mail address field 506 and a password field508.

In block 510, near the center of screen 500, the subscriber is presentedwith a chart of voice message information. Each row of the chartcorresponds to a different voice messaging system used by thesubscriber. In the first column 512, a number is associated with eachvoice message system for subsequent reference and identificationpurposes. The second column 514 displays system identificationinformation, e.g., the manufacturer and model information. The thirdcolumn 516 lists the telephone number, including any phone extension, tobe used in accessing the identified voice mail system. The fourth column518 lists password information, e.g., a number to be supplied to thevoice message system in the form of DTMF tones. The fifth columnindicates when, e.g., the frequency or time, at which the identifiedvoice message system should be checked by the VMRAF system 20 forwaiting messages. The sixth column 522 includes an indicator (Y or N) asto whether messages should be immediately deleted from the voice messagesystem upon retrieval by the VMRAF system 20. Finally, the seventhcolumn indicates the prompt message, out of the plurality of prerecordedprompt messages stored for the subscriber, that is currently being usedby the voice mail system.

For example, the first row of block 510 indicates that an AT&T model 304voice messaging system is used by the subscriber, that the accesstelephone number for the VMS is (732) 445-1789, that the password forthe system is 1234 and that the system should be checked very 60 minutesfor voice messages. In addition the first row indicates that retrievedmessages should be deleted from the identified voice messaging systemand that the system is loaded with the first of the subscriber's storedprompt messages.

In the second row note that the phone number information includes atelephone extension number. Also note that the prompt message field isleft blank. This indicates that the second voice message systemassociated with the subscriber does not use one of the stored promptmessages.

A user can make modifications to the voice mail system informationillustrated in block 510 using his/her computer system to modify thedisplayed information. Changes in the displayed information aretransmitted by the subscriber's Web browser to the VMRAF which thenmodifies its operations to reflect the updated information, e.g.,revises message check schedules and/or loads voice message systems withdifferent prompts necessitated by changes in the prompt message field ofcolumn 524.

The bottom of the screen 500 displays various buttons a subscriber canactivate, e.g., by clicking on them. The first button 530 is used to adda voice mail system to the list in block 510. Activation of button 530causes a new blank row to be added to the chart of voice mail systeminformation. Button 532 can be activated to delete a previouslyhighlighted row of voice mail system information from the chart. Button534 can be activated to create a custom answering machine login/accessscript. This feature is useful for answering machines for which loginprotocol information is not already stored in VMRAF system 20.Add/update prompt messages 536 can be used to access or delete existingprompt messages and to add a new prompt message, e.g., by uploading arecorded message in the form of an audio file while connected to theVMRAF system 20.

Create/update prompt message schedule 538 can be activated to create aschedule for updating prompt messages as opposed to a one time promptmessage update. By creating a schedule, prompt messages can be changedon a periodic basis, e.g., to reflect a person's weekly businessschedule. Thus, VMS prompt messages can be updated by the VMRAF system20 without the subscriber having to initiate the changing of the promptmessages every time.

Enter E-mail system information button 539 can be activated to enterinformation about E-mail systems the subscriber wishes to have the VMRAFretrieve E-mail messages from. Activation of button 538 causes a chartof E-mail system information similar to the voice mail systeminformation of block 510 to be displayed to the subscriber formodification and updating purposes.

The information entered by the user via an Internet browser and screen500 is stored in the subscriber's information record 230, 232 in theVMRAF system's memory 212.

Having described the hardware which comprises the VMRAF system 20 of thepresent invention, the voice message retrieval and forwarding method aswell as the prompt message updating technique of the present inventionwill now be described with reference to FIG. 6. FIG. 6, which comprisesthe combination of FIGS. 6A, 6B, 6C, and 6D, illustrates various stepsperformed by the VMRAF system 20 to service a subscriber. The FIG. 6flow chart relates to servicing a subscriber who has already providedthe VMRAF system 20 with the voice message system informationillustrated in block 510 of FIG. 5.

The method 600 begins in step 602 with various system initializationoperations being preformed. Operation proceeds to step 604 wherein asubscriber's record 230, 232 is accessed, Then operation branches alongfour parallel paths. The first path begins with step 606 and supportsVMS voice message retrieval and forwarding operations. The second pathbegins with step 608 and supports prompt message updating of voicemessage systems by the VMRAF system 20. The third path beings with step652 which follows connector node 650. The third path supports sending anaudio message, e.g., voice reply, to a party indicated by a telephonenumber provided in an E-mail with an attached audio file. The fourthprocessing path supports message retrieval and forwarding in response tosignals, e.g., a message retrieval request, received from voicemessaging routine 434. The fourth path beings with step 676 whichfollows connector node 675.

In step 606, the VMRAF system 20 identifies from the subscriberinformation 230, 232 the voice message systems (VMSs) to be serviced bythe VMRAF system 20 in regard to message retrieval. Then, in step 610, adetermination is made from the subscriber information as to the times ortime intervals at which each VMS identified in step 606 is to be checkedfor messages. With the information from steps 606 and 610, the VMRAFsystem 20 proceeds to perform message retrieval operations on each VMSsystem that is to be serviced. Thus, steps 612 through 632 representoperations performed for each VMS being serviced, in regard to messageretrieval, for the subscriber whose record was accessed.

From step 610 operation proceeds to step 612 wherein, at the timespecified by the subscriber information, the voice message systemassociated with the subscriber is accessed to check for voice messages.In step 614, the VMRAF system 20 determines if a new message is waitingon the accessed VMS. If there are no new messages operation returns tostep 612. However, if a new message for the subscriber is detected,operation proceeds to step 616.

In step 616, the waiting message is retrieved by the VMRAF system 20.Then, in 618 a determination is made from the subscriber information asto whether the subscriber has indicated that retrieved messages shouldbe deleted from the accessed VMS or left on the VMS. if the retrievedmessages are not to be deleted, operation proceeds directly to step 620.However, if retrieved messages are to be deleted from the accessed VMS,operation proceeds to step 621 wherein any retrieved messages aredeleted from the accessed VMS. Operation then proceeds to step 620.

In step 620 retrieved messages are stored in the portion 234, 236 ofVMRAF's memory 212 dedicated to storing the subscriber's retrieved voicemail messages. Then, in step 622 the retrieved voice mail messages areforwarded to the subscriber in the form of voice files attached to oneor more E-mail messages. In one embodiment, a separate E-mail message isused to forward each voice mail message. If the user indicated apreference for text versions of voice messages, a text version of themessage would be generated using automatic speech recognition techniquesand forwarded via E-mail in step 622 instead of a voice file.

Operation proceeds from step 622 along two branches. The first branchinvolves a return to step 612 to recheck for messages at the designatedtime. The second branch which proceeds, from step 622 to step 624,involves monitoring for a reply to the E-mail message which included theretrieved voice message as an attached file.

In step 624, the VMRAF system 20 monitors for a reply message indicatingthat an E-mail message forwarding a retrieved voice message has beenaccessed. Upon detecting such a reply message operation proceeds to step626 wherein any stored voice messages on the VMRAF system, which wereattached to the accessed E-mail message, are deleted. In this manner,upon contacting the VMRAF system 20 by phone, the subscriber will not bepresented with voice messages that have already been reviewed byaccessing E-mail messages.

From step 626 operation proceeds to step 628 wherein a determination ismade at to whether the voice messages attached to the accessed E-mailwere deleted from the source VMS. If the messages were previouslydeleted from the source VMS operation proceeds directly to step 624.However, if the messages were not deleted from the source VMS, in step630, the source VMS system is accessed and then, in step 632 themessages attached to the accessed E-mail are deleted from the sourceVMS. In this manner, the messages reviewed by the subscriber areautomatically deleted from the source VMS if they were not previouslydeleted. Operation proceeds from step 632 to step 624.

Step 608 represents the start of the VMRAF system processing branchwhich addresses updating of prompt messages stored on VMSs used by asubscriber. In step 608, the VMRAF system 20 identifies from the storedsubscriber information the VMSs associated with a subscriber which areto be provided with the VMRAF system's prompt message updating service.Steps 640, 642, 644 and 646 are then performed for each of the VMSswhich are to receive the benefit of the prompt message updating service.

Operation proceeds from step 608 to steps 640 and 642 via connectingnode 609. In step 640 the VMRAF system monitors for user input, e.g.,input in the form of user modifications to the information in promptmessage column 524 of subscriber account information screen 500. Suchmodifications indicate that the prompt message used by a VMS beingserviced is to be changed. Upon detecting user input indicating that aprompt message on a VMS being serviced is to be changed, operationproceeds from step 640 to step 644.

In step 642 the VMRAF system 20 determines specified times or timeintervals at which the VMS being serviced is to have its prompt messagechanged, i.e., updated. Step 642 is used where, e.g., the user specifiesa prompt message updating schedule for a VMS. When a schedule or timehas been determined for updating a VMS prompt message, operationproceeds from step 642 to step 644.

In step 644, upon the determined time for updating the prompt message orupon the user indicated time to change prompt message, the VMS whoseprompt message is to be changed or updated is accessed by the VMRAFsystem 20. Then, in step 646, the accessed VMS is loaded with the promptmessage stored in the VMRAF system that was indicated by the subscriber.With the new prompt message loaded into the VMS being serviced,operation proceeds to steps 640, 642 pending another update of theprompt message.

Since the user can select from a plurality of prerecorded promptmessages, different messages can be loaded into different VMSs at aspecified time and the prompt message used by an individual VMS can bechanged at different times automatically.

The process illustrated in FIG. 6 proceeds until halted by the VRAFsystem subscriber or the VRAF system is powered off.

FIG. 8 illustrates an exemplary E-mail message 800 with a retrievedvoice message in the form of an attached audio file. From the TO: fieldof the E-mail message 800 it can be seen that the message is directed toVRAFM system service subscriber having an E-mail addressjohnsmith@verizon.com. The subject field of the E-mail message 800 isused to indicate that the attached voice mail messages was retrievedfrom the second VMS listed in the subscriber's voice mail information at10 AM on Jan. 23, 2001. The .WAV file extension indicates that theattached audio file 802, which includes a retrieved message, is in a.WAV file format.

Operation along the third processing path, proceeding from step 604 byway of connection node 650, begins in step 652 of FIG. 6C. In step 652,the VMRAF system monitors for an E-mail message from a subscriber whichincludes a telephone number and an attached audio file.

FIG. 9 shows an exemplary E-mail 900 which may be detected in step 652.Note that the E-mail message 900 includes a telephone number in thesubject field and an attached audio file 902. The E-mail message 900 isaddressed to the VMRAF system 20 and indicates in the FROM field thesubscriber's E-mail address, which is known to the system 20 from thestored subscriber information 220.

When the monitoring operation of step 654 detects an E-mail messageaddressed to the VMRAP system 20, having a telephone number and attachedaudio file, operation proceeds to step 656. In step 656 the system 20determines from the E-mail address of the sender if the detected E-mailmessage is from a VMRAF service subscriber. If the E-mail message is notfrom a service subscriber, operation proceeds once again to step 652.

However, it in step 656 it is determined that the E-mail sender is aVMRAF service subscriber, operation proceeds to step 658. In step 658,the VMRAF system places a telephone call to the telephone numbersupplied in the E-mail message. Then, in step 660, the VMRAF system 20monitors for speech, followed by a period of silence, from the calledparty or answering system which answered the call. Various knowntechniques, e.g., techniques involving signal amplitude measurements,may be used to perform the speech and silence detection operation. Upondetecting the period of silence following speech, operation proceeds tostep 662 wherein the audio file attached to the E-mail is played to thecalled party or answering machine which responded to the telephone call.Following playing of the message the VMRAF system terminates the call instep 663 and then proceeds to step 664. Alternative methods ofdetermining when a message should be played for recording are available,such as through the use of intelligent voice recognition systems,pre-programming possible responses, etc.

In step 664, the VMRAF system 20 generates an E-mail message, addressedto the subscriber identified in the received E-mail message, indicatingthat the voice message attached to the E-mail was delivered. Thegenerated E-mail may be a reply-to the received E-mail that included theaudio file and telephone number.

After generation of the reply E-mail indicating delivery of the audiomessage operation proceeds to step 666 wherein the E-mail istransmitted, e.g., via the Internet 18, to the subscriber. Operationthen proceeds to monitoring step 652.

Operation along the fourth processing path, begins in step 676 of FIG.6D, by way of connection node 675. In step 676, the VMRAF system 20monitors for a voice message retrieval request from the user. Such arequest may be sent by activating a retrieve voice message icon on awindow displayed by voice messaging routine 434, on the user's computersystem. Upon detecting a message retrieval request, e.g., received overthe Internet as a set of IP packets, operation proceeds to step 678wherein the voice messaging systems associated with the user who sentthe request are accessed. Access of the voice messaging systems, whichmay be physically remote from the VMRAF system 20, may be via atelephone connection or an IP connection as discussed above. In step680, new messages on the accessed voice message system(s) are retrieved.The retrieved voice messages are then forwarded to the user's computerin step 682, e.g., as a series of IP packets representing voice files.The received voice files are played to the user by the voice-messagingroutine 434.

By clicking on a delete button displayed to the user, the user cansignal to the voice messaging routine 434 that the message that is beingplayed, or was just played, should be deleted. In response to such inputfrom the user, the voice messaging routine 434 transmits a reply messageto the VMRAF system 20 to initiate deletion of the message from thesource VMS from which it was retrieved. The message may be in the formof an E-mail or other reply sent using IP packets and includingsufficient information for the VMRAF system 20 to identify the messageto be deleted. For example, the reply message may include a messagerecipient (service subscriber) identifier, VMS identifier, and messagedate and/or time.

After forwarding a message in step 682 operation proceeds once again tostep 676. In addition, operation branches to step 682, wherein the VMRAFsystem 20 monitors for a user initiated reply to a forwarded message.Upon receiving a reply to a forwarded message, operation proceeds tostep 684. In step 684 the VMRAF system 20 identifies the source VMS andvoice message associated with the received reply. Then in step 686, theVMRAF system accesses the source VMS system if it is not still connectedto it. Next in step 688, the VMRAF system 20 controls the source VMS todelete the stored copy of the forwarded E-mail. After deletion of thesource copy of the previously forwarded message operation returns tostep 682 wherein the system proceeds to monitor for additional signalsfrom the subscriber's computer 26 or 26′

Some voice messaging systems support the use of message waitingindicators (MWIs), e.g., message waiting lights, on telephones. Onestandard for communicating MWI control information to a telephone switchis the Simplified Message Desk Interface (SMDI), described in TelecordiaTechnologies document titled “Simplified Message Desk Interface (SMDI)”,Generic Requirements GR-283-CORE, Issue 1, November, 1999. SMDI MWIcontrol messages may be supplied directly to the VMRAF system of thepresent invention or forwarded by another device. U.S. ProvisionalPatent Application Ser. No.______, titled “METHODS AND APPARATUS FOROBTAINING AND DISTRIBUTING VOICE MAIL INFORMATION” which is being filedon even date herewith and on which Craig L. Reding among others isidentified as an inventor, is hereby expressly incorporated byreference. The Provisional Patent Application describes a system forforwarding SMDI message information to a VMRAF system via an IP network.When SMDI information is available, rather than periodically poll a VMS,the VMRAF system of the present invention can wait until a SMDI messageindicates that a voice message is waiting for a VMRAF subscriber andthen retrieve the waiting message. In addition, a SMDI signal to removea MWI on a subscriber's line can be used to control deletion of messagesstored for the subscriber on the VMRAF system of the present invention.

Numerous variations on the above described methods and apparatus arepossible without departing from the scope of the invention.

1. A method of updating prompt messages on a plurality of voice messagesystems, comprising: storing a plurality of prompt messages; receivinginformation from a user identifying a first one of said prompt messagesand indicating that the first one of said prompt messages should beloaded onto a first remote voice message system; accessing the firstremote voice message system; and controlling the first remote voicemessage system to store said first one of said prompt messages.
 2. Themethod of claim 1, wherein the step of accessing the first remote voicemessage system includes: placing a call to said first remote voicemessage system; and wherein the step of controlling the first remotevoice message system includes: transmitting a DTMF signal to the firstremote voice message system.
 3. The method of claim 2, wherein theinformation received from the user includes scheduling informationindicating the time at which the first one of said prompt messagesshould be loaded onto the first remote voice message system and when asecond one of said prompt messages should be loaded onto the firstremote voice message system, the method further comprising: accessingthe first remote voice message system when the schedule indicates thatthe second one of said prompt messages should be loaded onto the firstremote voice messaging system; and controlling the first remote voicemessage system to store said second one of said prompt messages.
 4. Themethod of claim 2, further comprising the step of: receiving an E-mailmessage from said user including a prompt message as an attached audiofile; and adding the prompt message in said attached audio file to saidplurality of stored prompt messages.
 5. The method of claim 1, whereinsaid step of receiving information from the user includes: receivingsaid information from the Internet.
 6. The method of claim 2, whereinthe information received from the user includes information indicatingwhen a second one of said prompt messages should be loaded onto a secondremote voice messaging system, the method further comprising: accessingthe second remote voice message system when the information receivedfrom the user indicates that the second one of said prompt messagesshould be loaded onto the second remote voice messaging system; andcontrolling the second remote voice message system to store said secondone of said prompt messages.
 7. An apparatus for updating promptmessages on a plurality of voice message systems, comprising: a memorydevice including a plurality of stored prompt messages; means forreceiving information from a user, said information identifying one ofsaid prompt messages stored in the memory and indicating that aparticular one of said prompt messages should be loaded onto a remotevoice message system; means for accessing said remote voice messagesystem; and means for controlling said remote voice message system tostore said particular one of said prompt messages.
 8. The apparatus ofclaim 7, wherein the means for receiving information includes: at leastone of a modem and network interface card.
 9. The apparatus of claim 7,wherein the means for accessing the first remote voice message systemincludes: a DTMF signal generator.